Modern contact centres operate under a constant pressure to deliver top quality customer service while simultaneously operating at peak efficiency - a difficult, if not impossible, balance to maintain.
One tool that can tip the scales in your favour and significantly enhance a contact centre’s productivity is real time wallboards.
What Are Contact Centre Wallboards?
A contact centre wallboard is a digital display showing live contact centre performance data. Historically wall mounted, more modern wallboards are now just as often accessed by key individuals via desktop, laptop, and occasionally smart phone.
A design tenet of a good Wallboard is to track the most important metrics such as contact wait times, contacts in queue, and agent status to provide actionable insights at a glance helping team leaders, supervisors, and managers make immediate adjustments to improve agent efficiency and service quality.
This real time data visualisation, if done right, empowers contact centre teams to respond quickly to resolve issues before they have a chance to escalate and, as a tool to broadly improve customer service, wallboards are invaluable in providing the operational visibility and enhanced productivity required to do so.
Key Benefits of Using Wallboards in a Contact Centre
1. Real Time Performance Monitoring
Wallboards allow teams to monitor metrics in real time. Whether tracking call volumes, agent status, or omnichannel queue performance, this immediate visibility enables teams to quickly adapt to changes such as a spike in call volume, longer queue times, or a sudden drop in agent availability.
In a world where faster reaction times are intrinsically linked to more efficient call handling and improved customer satisfaction, this alone can be a game changer.
The video above shows how the contact centre alerts feature introduced in the 2.4 Feature Release for Discover providing critical, and timely information to prompt pre-emptive, or corrective action.
2. Increased Agent Accountability
When agents can see performance data for themselves, and their team they are significantly more likely to stay motivated and engaged. Publicly displaying individual agent’s metrics on a wallboard creates an environment of group responsibility and healthy competition - encouraging agents to meet or exceed their performance benchmarks without oversight from a team leader, supervisor, or manager.
This wallboard template design uses a vertical layout to show the group status, and individual status of agents in the team.
3. Enhanced Team Collaboration
Using Wallboards, supervisors and managers can identify areas where teams, or individual agents may need support. If one team is experiencing high wait times, supervisors are able to shift resources or provide real time coaching to mitigate the issue.
The data transparency available using contact centre wallboards promotes collaborations and creates a more team-oriented approach to achieving customer service objectives.
Many contact centre wallboard designs show more than one team, creating a powerful view across multiple offices, countries, or just smaller groups within the same location.
4. Improved Decision Making
Accurate, and timely data is essential to making critical operational decisions. Real time data from wallboards enable leaders to identify emerging trends, patterns, or bottlenecks and make immediate adjustments to staffing levels or processes.
Using up to date insights and information, managers can avoid overstaffing or understaffing, optimising resource allocation and reduce operational costs.
Real time data in Discover is refreshed every 2 seconds and, using enhanced messaging features, insights, context, and instructions can be shared with individual teams, or everyone instantly.
5. Faster Issue Resolution
One of the biggest benefits of wallboards is the ability to identify and address issues in real time with the data to inform and support your response. For example, if a trend emerges showing call abandonment rates rising, supervisors can reassign agents to reduce queue times before service level objectives are at risk.
This proactive approach minimises customer frustration and helps ensure smooth operation in the contact centre, boosting efficiency, and ultimately productivity.
The example above shows dynamic threshold formatting applied to the "In Queue" and "Max Wait" Key Performance Indicators (KPIs), highlighting and animating KPIs that have fallen outside the expected performance envelope. Immediately informing managers, supervisors, or team leaders of an issue and prompting action.
Essential Metrics to Display on Contact Centre Wallboards
To maximise the benefits of wallboards, it's important to display the right metrics. Every contact centre has different goals, objectives and measures of performance but there are a few KPIs that drive productivity in virtually every environment:
Service Level. The percentage of contacts answered within a specified time.
Contacts in Queue. The number of contacts waiting for an agent.
Longest Wait Time. The duration the oldest queued contact has been waiting.
Agent Availability. How many agents available to handle contacts as well as the distribution of agents across other states.
Displaying these KPIs provides a clear and real time view with complete context that encourages accountability at an individual, and team level, helping drive productivity across the board.
Customising Wallboards to Your Contact Centre’s Needs
I mentioned earlier that every contact centre has unique goals, objectives and measures of performance and that leads us neatly to wallboard customisation.
To really level up efficiency and target performance improvements a more tailored approach can be the key. Custom wallboard designs made specific to requirements will show only the most relevant metrics in the design and format that fits your workflow and processes to ensure agents and team leaders are focussing on the data that matters most.
Discover comes packaged with over 30 wallboard templates to get you up and running immediately. If customisation is your thing, our designers can create just about anything - from a customised layout to a fully bespoke, branded design built from the ground up.
Conclusion
In an industry where customer satisfaction and productivity are key, real time contact centre wallboards offer a competitive edge. By providing instant insights into key performance metrics, wallboards empower teams to be proactive, collaborate effectively, and create a culture of continuous performance improvement.
Whether it’s optimising for agent productivity, or enhancing decision making, wallboards are a must have for any contact centre looking to improve operational efficiency. With the right data at your fingertips, you can maximise performance and enhance customer experiences like never before.
To stay up to date on what's coming next with Discover, our own real time wallboard solution, you can check out the Feature Release Timeline and if you have any questions or ideas about contact centre wallboards, don't hesitate to get in touch, we'd love to hear from you.
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